IT Service Desk/Knowledge Base Manager IV

LinTech Global•Fort Belvoir, VA

1d•Onsite

About The Position

Dexian Government Solutions is recruiting for an IT Service Desk/Knowledge Base Manager IV to support our contract at the Defense Health Agency (DHA) GSP TO7 in ATAMMC, Fort Belvoir, VA. This role provides intermediate help desk support, acts as the primary escalation point for user-reported problems, provides stagger/flex coverage, and participates in the On-Call/Call-Back rotation for Customer Support Services. The contract support hours are Monday-Friday, 0600-1800.

Requirements

4+ Years of progressive experience in IT service desk or desktop support.
Bachelor's degree in Computer Science, Information Technology, or a related field and/or equivalent years of experience.
Experience resolving hardware, software, and operating system issues for end users.
Experience with enterprise IT ticketing systems such as ServiceNow.
Experience with Windows operating systems, Active Directory administration, and desktop support.
Experience supporting CAC-based authentication environments.
A Current IAT II Certification with ce designation is required to Start.
A Current/Active DOD Secret Clearance is required to Start.

Responsibilities

Provide technical assistance and support to end-users for hardware, software, and system issues via phone, email, or MS Teams.
Act as the primary contact and escalation point for resolving user-reported computer problems, from basic to highly complex.
Provide stagger/flex support during peak times or periods of reduced staffing.
Manage all tickets within the DHA ticketing system (ServiceNow), adhering to the ATAMMC Service Catalog and performance metrics.
Handle the ticket lifecycle, including troubleshooting, triage, and escalation to Tier III support.
Provide comprehensive desk-side and remote assistance to resolve hardware and software issues.
Support root cause analysis for all critical events.
Provide on-site support for troubleshooting, configuration, patching, and installation of authorized hardware and software.
Assist users with CAC pin resets and support in-processing and out-processing of employees.
Support the complete lifecycle of IT assets through the DHA Life-Cycle-Management (LCM) process.
Manage and sustain operating systems and provide Active Directory (AD) administration.
Maintain workstation and laptop security baselines.
Maintain and update the Service Desk Issuance SOP.
Create and manage articles in the ATAMMC Knowledge Base.
Participate in On-Call/Call-Back rotation for Customer Support Services.